SLA Processing

Automated SLA Processing Begins with Detailed Information

RightITnow ECM now stores detailed user information, including the user work hours and time zone. User or user group work hours are accessible while defining conditions on both Correlation and SLA rules. All alerts timestamps are now stored in the local time zone that the server is deployed in and are converted back to the user specific time zone for the UI display because in many cases, users are spread across the globe and hence work in different time zones. Lastly, an availability indicator appears next to available assignees when assigning alerts via the Alerts console.

Customizable SLA Rules and Scheduling to Match Customer Needs

ECM provides a robust SLA rule engine that allows for highly customizable SLA rules and corresponding escalation steps. Critical alerts coming off your Payroll server can be processed immediately, assigned to your Application team while informing the key constituents Via SMS or email. If the situation was to stagnate, you can automatically upgrade the priority and reassign these alerts to a SWAT IT team while informing a wider set of managers.

SLA Rules that Take Decisive Action

You can create SLA rules that take resolving actions on offending alerts. For example, you can now use the Merge Alerts action as part of SLA rules to merge alerts into logical units you can address all at once. You can also create SLA rules that assign alerts to user groups to get many minds addressing the SLA breach at once. Once ECM makes the assignment, the Assigned Group field persists across the Actions, Correlations, Alert Console, Export/Reports, and SLA modules, allowing you to apply the concept of user groups to actions, correlations, alert manipulation, reports and SLA rules.

Knowledge and Maintenance of Your SLA Data is Key

You can use the Reports utility to generate scheduled reports on SLA breached alerts, greatly expanding on the information available in the SLA Breach Log. And to manage legacy SLA data, the Purge Utility can purge event records for alerts and SLA breaches in addition to closed alerts and audit records. Additionally, you can configure a stale alert warning for when SLA rules perform actions on alerts that have changed before the user refreshes the alerts console.

Testimonials

The implementation of ECM has had a the desired effect of reducing the load on our Servicedesk staff thereby allowing us to deliver cost effective improvements to our capability.
We are now handling an estate in excess of 10,000 services with considerably reduced strain on our staff and processes.

Reducing The Load On Our Servicedesk

With RightITnow ECM , we were able to deploy a central event processing console against these existing legacy systems in record time ; RightITnow provided us with a simple cost-effective licensing model and allowed us to operate within the allocated budget

Simple Cost-Effective

Previously, all organizations were largely responsible for their own alerts, but by providing a single, consolidated console, we are able to more effectively utilize our shared infrastructure operations team.

Single, Consolidated Console

Unifying our monitoring environment came with several benefits: Our NOC now only watches ECM, which has improved response times; we’ve unified our workflow across technology areas, which reduced administrative overhead